Benefits & Capabilities of ePowerCenter Direct |
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Exceptional Configurability In a Hosted Environment
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- Provides flexibility where you need it most, enabling you to easily manage any and all
consumer issues, modify product information, customize screens for individual users, set up
workflow and alerts, and generate a wide variety of hierarchical reports.
- Delivers a unique, efficient, and powerful way to structure all of the details you need through
intelligent, configurable issue, product and company hierarchies. These provide your organization an organized,
powerful method of capturing, tracking and reporting information.
- Uses your business rules and workflow to improve speed of response and issue resolution through
configurable screen pops, surveys, images, and documents. In addition, it escalates cases automatically to the
right person at the right time without agent intervention.
- Offers powerful, actionable reports right "out-of-the-box", ensuring enterprise awareness of
critical issues and insight into the voice of the customer.
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Unmatched B2C Functionality
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- Improves the quality, visibility and accessibility of consumer interaction data with
automatic phone number, email, name and address information lookup. Presents agents a complete consumer
interaction history and displays related information from loyalty card and demographic databases.
- Generates, tracks, and manages goodwill and compensation, such as non-cash compensation,
discounts, and coupons.
- Automatically associates valuable files such as a letters, faxes, emails, voice mails, and call
recordings -- to a consumer’s interaction record.
- Enhances interactions across all communication channels. Captures, tracks and routes all consumer
and interaction data through a single agent interface and unified database.
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Proven User Appeal
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- Ensures a positive agent experience -- for "power users" and beginners. The desktop, features, and screen pops can be
configured for each agent, carefully guiding your new agents while minimizing annoyance to your most experienced
ones.
- Provides a single, user-friendly interface to manage all interactions consistently. Leverages the same
processes for all communications so agents don’t need to learn multiple applications. Access to your product,
company, and consumer information is just a click away on their desktop, helping agents to resolve issues
faster and more consistently.
- Minimizes redundant actions, number of steps and resolution time by automating
numerous processes and providing shortcuts in the form of hot keys, tool bars, and wildcard
searches.
- Offers ease of administration. Provides the user-friendly tools to easily make changes and
additions when you need them -- without involving IT.
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